William Purcell Email & Phone Number

Bonita Springs, Fl, Us

Buffalo, Ny, Us

Rochester, Ny, Us

As director, I lead a 225+ organization of engaged technology professionals making a difference to move our company strategy forward. • Establishes strategic direction for Corporate IT Services supporting Paychex employees across all functions, including Sales, Marketing, HR, Finance, and Service.• Maintains processes and systems supporting stable delivery of critical company processes, including communications, collaboration, revenue generation, financial closing, etc.• Partners with business leaders to deliver ongoing enhancements to business processes and future strategies to improve the effectiveness of our employees. As executive, leads a 225+ employee organization of engaged technology professionals moving our corporate technical strategy forward. • Establishes strategic direction for Corporate IT Services supporting Paychex employees across all functions, including Sales, Marketing, HR, Finance, and Service Operations.• Responsible for multiple company-wide systems, including Oracle ERP, Salesforce, CPQ, Unified Communications technology stack, Robotic Process Automation, Enterprise Data Warehouse, Enterprise Technology Tools including MS Office and Email, leading configuration, upgrades, platform development, and future innovation.• Maintains processes and systems supporting stable delivery of critical company processes, including communications, collaboration, revenue generation, financial closing, etc.• Partners with business leaders to deliver ongoing enhancements to business processes and future strategies to improve the effectiveness of our employees and business processes. • Technology leader on a project that brought >$15m reduction in client losses monthly by leveraging client sentiment and AI tools targeting clients requiring service intervention. • Drives initiatives to maximize employee engagement scoring a 94% engagement for the division.• Actively manages >$40m budget.

Rochester, Ny, Us

As director, led 210 technical and engaged experts providing world class IT support, desktop engineering, and technical solutions. Responsible for hiring, coaching, and developing top talent within our Enterprise Support division. This division is a world class team. Responsibilities included overseeing incident management, problem management, our service catalog, knowledge management initiatives, desktop engineering, and service management. • In 2019 received the annual Paychex Presidents Award for Leadership awarded to a single leader companywide.• Reduced cost per contact during my tenure from $21.55 to $11.21, while meaningfully improving service level attainment.• Improved service level attainment to 95%.• Customer satisfaction consistently improved reaching 98% in my final year in the position.• Started an offshore support team saving the company ~$1m annually and adding meaningful capacity to improve business results.• Led PD&IT wide strategy for offshore growth from a team of 17 to over 355 technical staff.• Key partner in establishing Paychex India best practices, policy, and operational excellence. Employee engagement of the offshore team was 94%.• Led service management improvement efforts that led to 99.88% availability of internal applications.

Rochester, Ny, Us

Leads second level support organization that includes seven members of management and a total of sixty+ staff. Owns the Incident and Knowledge management processes.Serves as the Director of the Paychex Recovery Command Team which provides leadership for any large scale operational impact to the business. Drives process improvement efforts as the Incident Management and Knowledge Management process owner. The Incident Management process resolves approximately 250,000 incidents per year within SLA and resolves approximately 90% of all incidents without IT 3rd Level assistance. Over 90% of incidents are resolved using knowledge driving consistency and productivity.Co-led initiative that significantly expanded knowledge management beyond IT to various business users which led to better productivity and customer service.Led process improvement initiatives that lowered the Service Desk cost per contact over a five year period from: $29.72 to $21.27 while increasing service level attainment. This additional productivity allowed the company to fund more proactive efforts for the business.Delivered a Knowledge Management presentation at various industry conferences as an expert.Led improvements to our Major Incident response efforts in order to restore service faster and better communicate the most impactful issues to Paychex. Earned high performance evaluations during each annual review.

Rochester, Ny, Us

Led organization that included three members of the management leadership team with a total staff of thirty eight.Represented Information Technology in monthly product status and strategic planning meetings with Executive Management for two major Paychex products.Led effort to implement Knowledge Management principles to organization which resulted in significant positive change within the organization. This initiative included the implementation of a Self Service knowledge portal to all Paychex employees which saved the company approximately $1.8 million a year. Gartner published a Case Study: “Delivering Excellence in IT Knowledge Management and IT Self Service” on the successful implementation.Enhanced accountability of service level attainment for teams within organization through enhanced reporting.Successfully led numerous large scale business continuity events, including major system outages, hurricane branch reconstitution efforts, which through effective leadership significantly reduced business exposure.Provided leadership for teams through department reorganization. During the reorganization participated in numerous efforts to increase accountability, efficiency, and quality.Collaborated with leadership team to implement a new model for leading high impact incidents. Successfully led the implementation of these efforts.Received the prestigious “Paychex Platinum Award” in 2008 which rewards one individual annually who embodies Paychex core vales.

Rochester, Ny, Us

Led organization that ultimately included two members of the management leadership team with a total staff of twenty three. Collaborated with leadership team and helped lead a reorganization of the team which significantly improved quality and efficiency. The model developed was ultimately utilized as a framework for a divisional reorganization.Participated in strategic teams within the product program that led to overall improvement in quality and client service for the product.Implemented a threaded message board communication vehicle to the MMS division which resulted in increased communication within the division. This increased communication and ultimately enhanced client service.

Rochester, Ny, Us

Managed enterprise support team consisting of ten Information Technology Support Analysts.Developed and maintained comprehensive IT support for over ten internal business units including a hundred million dollar internal division.Active participant in product development project cycle. Successfully implemented Service Level Agreement to major support customers.Project Manager for IT Initiatives including IT VPN and mobile extender implementation.Developed and implemented multifaceted team reorganization which heightened client satisfaction and overall productivity.Motivated, coached, and counseled support analysts to both personal and company objectives.Responsibilities expanded continually, and consistently earned high performance evaluations at every review

Rochester, Ny, Us

Managed Enterprise Support Team consisting of eight Information Technology Support Representatives.Developed comprehensive support planning for second level support of the Paylink payroll software program.Organized effort to upgrade and consolidate modems nationwide saving the division tens of thousands of dollars.Accomplished world class support through successful management practices.

Rochester, Ny, Us

Provided second level technical and payroll support from corporate office for nationwide payroll products and associated Novell networks.Designed and implemented support planning for national rollout of various payroll products and services.Participated in beta testing and implementation of payroll software programs.Wrote extensive support documentation.

Rochester, Ny, Us

Installed and supported client PC based payroll software.Directly supported clients' payroll and payroll tax needs.Trained and tested on all facets of payroll, payroll tax law, and technical topics.

Rochester, Ny, Us

Generated qualified leads for national sales force by meeting lead qualification parameters and effective selling skills.Exceeded sales quota through effective and consistent lead management.

As member of the Board of Directors of this India corporation owned by Paychex, was responsible to make sure the company operated in a legally compliant and ethical manner to achieve the company’s objectives. As a director, had a fiduciary duty towards the company to operate professionally. During my tenure as a director, the company experienced extensive growth due to effective strategic planning, growing from a few dozen employees to a thousand. We accomplished this growth meeting business requirements and had low turnover while employee engagement >90%. The annual budget for the organization was ~$24m (USD). Many business processes and governance processes were implemented during my tenure.

Managed four radio stations located in Buffalo, NY; Rochester, NY; Youngstown, OH; and Scranton, PA.Oversaw roll out of three new markets and built new organization in these new communities.Created and implemented comprehensive marketing plan in four cities and worked extensively with community leaders to foster better working relationship.Executed and managed $750,000 operating budget and Developed and implemented fundraising strategy as organization was not-for-profit.

Arlington, Virginia, Us

Served as a mechanized Infantryman at Ft. Hunter Liggett, CA. Obtained Infantryman and Bradley training at Ft. Benning, GA. Awarded the Army Commendation Medal for Meritorious Service. Honorable Discharge.

Ba, History

History